Sojern

Client Success Associate

United States

Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Travel Technology, HospitalityIndustries

Client Success Associate

Sojern is seeking a Client Success Associate to grow and retain client relationships with our hotel partners and hotel management companies by working directly with decision makers to grow our business in the U.S. and Latin America.

We are looking for someone who wants to work in a fast-paced, innovative company, and is passionate about putting the client first.

Position Overview

As a Client Success Associate at Sojern, you will be responsible for managing all aspects of the client journey post purchase, including but not limited to, product education, campaign setup, campaign analysis, creative consultation, and billing activities. Your primary goals will be client retention and growth by identifying opportunities to expand their partnership with Sojern. In this role, you will serve a portfolio of clients in a team-based format.

This role requires a strong focus on delivering world-class service to our Sojern clients and consistently thinking of ways we can add value, whether it be in our products, support, or engagement activities. To succeed, you must work well with people, be comfortable making data-driven decisions, and have a drive to learn!

Responsibilities

  • Maintain healthy client engagement levels by identifying low utilization and providing solutions to further drive client success.
  • Demonstrate excellent client communication skills over the phone, email, web conferencing, and in person.
  • Serve as a central point of contact while ensuring a high level of client satisfaction.
  • Maintain regular communication with both the client and internal teams, consistently managing client expectations.
  • Drive overall client product adoption and education, advocate for clients’ success, and mitigate the risk of client churn.
  • Coordinate with internal partners to develop user-focused training, onboarding, and engagement.
  • Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, and new ideas and concepts that meet client goals.
  • Partner closely with internal teams on day-to-day operational processes.
  • Provide high-quality service to drive positive NPS and CSAT scores.
  • Achieve significant client growth by actively identifying and pursuing new revenue opportunities within existing accounts.

Requirements

  • Bachelor’s degree in Business or related field. (Accounting, Marketing, Communications, or Finance a plus)
  • Fluent in English and Spanish for both oral and written communication required.
  • 1-2 years’ industry or job-related experience.
  • Ability to manage the challenges of juggling multiple accounts whilst providing excellent proactive client service.
  • Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns.
  • Great time management and organizational skills.
  • Willing to wear multiple hats and roll up your sleeves to get the job done.
  • Great with people – ability to work comfortably with many internal and external teams.

What We Have For You

We take a whole-person approach to create a Sojernista Experience that allows our people to thrive, not just as employees, but as humans. As an employee of Sojern, you would benefit from this in the following ways:

Rewards & Recognition

  • Competitive compensation packages.
  • Stock options offered to every employee.
  • Bonusly program to reward and recognize team wins and performance.
  • Employees can take up to 40 hours of paid time per year to volunteer and give back to the community.

Flexibility

  • Flexi-Friday benefit.
  • Hybrid or remote work options for most roles.
  • Time-zone friendly work hours with async collaboration.

Connection

  • Team offsites planned annually.
  • Six employee resource groups.
  • Regular virtual and in-office team-building events.
  • Monthly company All Hands & leadership Q&As.

Wellbeing

  • PTO allowance to recharge.
  • Comprehensive healthcare options.
  • Paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents).

Salary: Not specified Location Type: Not specified Employment Type: Not specified

Skills

Client Relationship Management
Product Education
Campaign Analysis
Creative Consultation
Billing
Client Retention
Client Growth
Data-Driven Decisions
Client Communication
Performance Data Analysis
Upselling

Sojern

Travel marketing platform using AI insights

About Sojern

Sojern operates a marketing platform specifically designed for the travel industry, utilizing artificial intelligence and data science to help businesses understand traveler behavior. The platform serves clients such as hotels, airlines, and tourist attractions by providing insights that enable them to identify and reach their target customers effectively. Sojern's tools allow businesses to deliver tailored marketing messages across multiple channels, enhancing customer engagement and optimizing marketing performance to maximize their budgets. Additionally, Sojern offers features like customizable in-stay surveys and automated messaging to improve the guest experience and support overburdened staff. The company's goal is to empower travel businesses with deeper insights and more effective marketing strategies.

San Francisco, CaliforniaHeadquarters
2007Year Founded
$159MTotal Funding
SERIES_DCompany Stage
Data & Analytics, AI & Machine LearningIndustries
201-500Employees

Benefits

Health Insurance
Paid Vacation
Paid Sick Leave
Paid Holidays
401(k) Company Match
401(k) Retirement Plan
Flexible Work Hours
Remote Work Options
Stock Options
Unlimited Paid Time Off
Paid Parental Leave
Wellness Program
Mental Health Support
Professional Development Budget
Conference Attendance Budget
Home Office Stipend
Phone/Internet Stipend
Company Equity

Risks

Agentic AI could disrupt traditional digital marketing strategies, impacting Sojern's model.
Regulatory challenges may arise from expanding guest experience solutions to Europe.
Increased competition from other platforms leveraging Cloudbeds and Oracle partnerships.

Differentiation

Sojern leverages AI to provide insights into traveler behavior for targeted marketing.
The platform integrates with Cloudbeds and Oracle for enhanced accuracy and tracking.
Sojern's Guest Experience Solutions improve guest satisfaction and operational efficiency.

Upsides

AI-driven personalization in travel marketing is gaining traction, enhancing customer engagement.
Integration with Oracle Cloud Marketplace expands Sojern's reach and capabilities.
Expansion of guest experience solutions to Europe opens new market opportunities.

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